PDSA managed IT service desk outsourced kittens image
Simon Jenkinson

About the author

Simon Jenkinson: Marketing Manager at Littlefish



Share via:

Littlefish secure PDSA outsourced IT Service Desk with Multi-Year contract

01/12/2017


Littlefish is delighted to announce another new client win to provide an outsourced Service Desk function to the UK’s leading pet wellbeing charity, The People’s Dispensary for Sick Animals (PDSA), as part of a multi-year agreement, starting December 2017.

PDSA, currently celebrating its centenary year, was founded by Maria Dickin in 1917 to provide a free service for pets in need. PDSA continues her work to this day with free and low-cost veterinary care and is dedicated to saving, protecting and healing pets through a combination of education, disease prevention and lifesaving operations.

Through its nationwide network of 48 Pet Hospitals, PDSA currently provides 2.7 million veterinary treatments annually to nearly half a million pets in need. Littlefish will provide 24/7 IT Service Desk support for PDSA’s several thousand users across the UK, covering three main office locations in Telford (HQ), Watford and Milton Keynes, and the charity’s 48 Pet Hospitals and 120 charity shops nationwide.

Mark Petty, Sales & Marketing Director at Littlefish confirmed: “We are thrilled to be engaging with an organisation where there is huge organisational synergy. Like Littlefish, PDSA is home to a group of talented, passionate and hardworking people offering the highest quality service to their clients in a compassionate, professional and devoted manner. We listened intently and consulted closely with PDSA to understand what outcomes they wanted and what expectations they had of the most suitable partner for this outsource. We’re delighted they saw the solution to these needs with Littlefish and look forward to a long, successful and mutually beneficial relationship with PDSA.”

Fighting off competition from six other well-known IT Service Providers, Littlefish was one of only two companies that pitched to PDSA face-to-face. Impressed with the priority Littlefish places on delivering exceptional user experiences and its #PeopleMatter ethos, PDSA coveted the Littlefish Service Desk’s “always available” alignment with its own 24/7 operations in its veterinary hospitals. Another key differentiator was the tailored approach Littlefish offered – providing a solution attuned to the specific needs of PDSA, rather than simply offering an off-the-shelf option.

The relationship will offer IT users an improved service as they benefit from round-the-clock availability, rapid incident resolution with an FCR target of 70%+ and industry leading average response time of 6 seconds across its situation-appropriate communication channels. A personalised user experience delivered through Littlefish’ innovative ‘team within a team’ approach will be the focal point of the service delivered to PDSA. Engagement with Littlefish will also provide PDSA with significant cost efficiencies.

Tim Hodge, PDSA’s Chief information Officer said: “‘After an in depth analysis of a number of service providers, we were delighted to sign an outsourced Service Desk contract with Littlefish. They are not only offering us a cost effective service but increased time coverage and are able to provide us a wider level of technical experience than we could have hoped to achieve internally. We look forward to a successful and mutually beneficial partnership over the coming years.’



Read More
IT Support Aberdeen

IT Support Aberdeen

13/11/2018

IT Support Aberdeen, from Littlefish, the UK’s market leading Managed Service Desk provider since 2010. Providing global 24/7/365 availability, across multiple languages ...


Read More
Littlefish Shortlisted CRN Channel Awards 2018

Littlefish Shortlisted For 25th Channel Awards

05/09/2018

Littlefish has been named in the 2018 ‘Managed Services Provider of The Year’ shortlist at the 25th CRN Channel Awards. Littlefish ...


Read More
Service Desk Engineer Roles Nottingham

The People Driving The Future of Business

02/08/2018

In today’s rapidly shifting landscape, Service Desk roles are a solid IT career foundation. 9:32pm on a Friday evening in the ...


Read More
Nottingham IT jobs

Meet the giant slayers

27/07/2018

There’s good reason for jobseeker optimism in Nottingham’s flourishing tech industry. Despite Nottingham having the lowest employment rate in the UK ...


Read More
Customer Experience Awards Finalists Littlefish

Littlefish Named 2018 UK Customer Experience Awards Finalist

05/07/2018

Littlefish is proud to announce it has been named a finalist in the 2018 UK Customer Experience Awards ‘Customer Centric ...


Read More

The Littlefish Digital Transformation Survey: Healthy Habits: Common IT issues

29/06/2018

In this increasingly digital world, where big business is data driven, IT is supposed to inform strategy and help reach ...


Get in touch

Whatever your query or requirements, we’d love to hear from you.

Support: 0344 848 4441

Send us a message

  • At Littlefish we take your privacy seriously and want to be transparent about how we will use your data. We will process your personal information to provide you with services and information you request from us and to deal with your enquiry.

    By completing this form and providing us with your information, we believe you’re expressing an interest in our services: therefore we’d like to contact you in the future with other information, and about other services we offer, that we believe will be relevant and of interest to you and your organisation in a legitimate capacity.

    Read our full Data Protection & Privacy Statement here.


  • This field is for validation purposes and should be left unchanged.